Switchboard Operator

Working the hours of

Week one

Tuesday, Thursday and Friday 10.00 -18.00

Saturday 08.00-13.00

Week Two

Tuesday, Thursday and Friday 10.00-18.00

Saturday and Sunday 07.00-12.00

The post holder will be a member of the Unified Communications team responsible for working in the Switchboard team using the correct processes and procedures for when staff are handling the Trust alarm systems, such as Fire Alarms, Theatre Medical Gas Alarms, Pharmacy fridge alarms, intruder Alarms, Trust bleeps, and the Emergency phone, and arranging for the correct Crash Teams are guided to the correct location.

The post holder will be a member of a team on the Switchboard performing the operations in an efficient and courteous manner with the particular emphasis on customer care.

Act as a first point of contact to the Group. Providing general non-clinical advice, information guidance or ancillary services directly to patients, clients, relatives and carers.

To meet the needs of a 24/7 public facing service the post holder will be required to work Bank Holidays and from time to time cover other shifts within the Department, which may include daytime, evening and weekend shifts.

Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.

Our Excellence Values

Compassion

Accountability

Respect

Integrity

Courage

We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.

We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.

We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.

We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.

Main Duties

To operate the Group’s switchboard consoles in an efficient, courteous and friendly manner, answering calls within agreed timescales

To answer incoming telephone calls and enquiries.

To connect outgoing telephone calls made by users. To monitor and log, if necessary, information concerning all personal calls made by staff for re-charge purposes.

Ability to adapt communication style to understand the needs of others and ensure effective and compassionate communication. Ability to communicate in instances where communication is difficult due to language barriers, distress, emotion, hearing difficulties etc.

The efficient operation of the Group’s paging systems for both emergency and non-emergency calls. To be fully aware of the Group’s Emergency process and the Switchboards responsibilities upon activation.

Responsible for ensuring that all alarm and notification panels / screens are monitored, alerting the appropriate teams as quickly as possible.

Responsible for prioritising emergency calls and take the appropriate actions as quickly as possible.

To provide Out Of Hours reception cover as required dealing with general enquiries.

Receive and document key transactions including accommodation for new and on-call staff.

To monitor CCTV cameras within the switchboard areas when requested.

To receive deposits for accommodation using debit/credit card transactions ensuring relevant paperwork (receipts) are completed in line with the departmental procedures.

Booking taxis for staff, patients and equipment.

Responsible for ensuring that all staffing and on-call rota changes reported to Switchboard are made available to all staff.

Contribute to the training of new team members.

Flexibility in the hours worked will include cover at weekends and nights to ensure 24-hour cover is maintained within Switchboard

Management and Leadership

Contribute under direction to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives.

Technical Service Delivery

Under direction ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.

Performance

Contribute, under direction to the delivery of performance standards for the Switchboard team, including KPIs, having high level awareness of achievement against these, and contribute to improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.

Contribute to ensure systems are in place to routinely analyse and manage ICT resource u